#1. How to complain
Any of these reaches us. Use whichever is easiest — we do not have a required channel and we will not send you round to a different one.
| Route | Detail | Best for |
|---|---|---|
| complaints@vevarte.com | Anything you want a written record of | |
| +92 300 7512464 | Something urgent, or a photograph of a fault | |
| Phone | +92 300 7512464 | A delivery going wrong right now |
| In person | E-100/14, Lower Ground, Main Boulevard, DHA, Lahore — Monday to Saturday, 11:00 to 20:00 (PKT) | A conversation, and anything complicated |
| Post | VEVARTE, E-100/14, Lower Ground, Main Boulevard, DHA, Lahore, Pakistan | A formal letter before action |
Tell us the order number if you have one, what happened, what you would like done about it, and attach a photograph if there is something to see. The third of those is the one people leave out, and it is often the one that resolves things fastest — we would rather deliver the outcome you actually want than guess at it.
#2. What happens, and by when
| Stage | Who handles it | Timescale |
|---|---|---|
| 1. Acknowledgement | Whoever receives it | 2 working days — confirming we have it, and who is dealing with it |
| 2. Investigation | The person responsible for that area | We look at the order, the delivery note, the correspondence and, where relevant, the piece itself |
| 3. Answer | Same person | Within 14 days of the complaint, in writing, saying what we found and what we are doing |
| 4. Escalation | Ahsan Raza Khokhar, Founder & Chief Executive | A further 14 days. He reviews it himself and his answer is our final position |
| 5. Outside us | Independent inspection, mediation, or the consumer court | Section 5 |
Where an investigation genuinely needs longer — a piece has to come back to the workshop and be stripped down — we tell you why and give a date, before the deadline passes rather than after it.
Every complaint is logged with its outcome, and the log is reviewed for patterns. Three complaints about the same finish is information about the finish, not about three customers.
#3. What we can put right
- Repair, replacement or refund where goods are faulty — see the Returns & Refunds Policy and the Guarantee.
- Refund of a delivery charge where a delivery failed through our fault.
- Compensation for actual, evidenced loss we caused — a damaged floor, a broken door frame. Show us the repair quotation and we will deal with it.
- Redoing work that was not done properly, at our cost, at a time that suits you.
- A written explanation and an apology, which is sometimes the whole of what is being asked for.
We will not offer a goodwill payment in exchange for withdrawing a review, and we will not make a settlement conditional on confidentiality about a safety issue. Both are common and both are wrong.
#4. When we disagree about the facts
The genuinely hard case is not bad faith on either side — it is an honest disagreement about whether a split in a table top is a defect or seasonal movement, or whether a mark was there at delivery.
- We set out our reasoning in writing, with photographs and, where relevant, the moisture readings or the maker's report.
- If you still disagree, we will commission an independent inspection by a qualified furniture assessor or a timber technologist agreed between us. We pay for it, whatever it finds. A shop that will not pay for an independent opinion is a shop that expects to lose.
- We accept the inspector's conclusion as binding on us. You are not bound by it and remain free to go to the consumer court.
- Where an inspection is impractical, we will propose mediation and pay the mediator's fee.
#5. Going outside us
You may do any of this at any time. You do not need to exhaust our process first, you do not need our agreement, and it will not change how we treat you or your order.
- the District Consumer Court, Lahore — the statutory route for a consumer complaint under the Punjab Consumer Protection Act 2005. It is inexpensive, does not require a lawyer, and is designed for exactly this.
- the courts at Lahore, Punjab — for a civil claim, under the laws of the Islamic Republic of Pakistan.
- Your bank or card issuer — for a payment dispute or chargeback. We will supply whatever documentation the process requires, including documentation that does not help us.
- The Competition Commission of Pakistan — for a complaint about misleading marketing.
- A data-protection authority — for a privacy complaint, listed in the Privacy Policy and the GDPR notice.
- The platform — where the complaint concerns something on Facebook, Instagram or WhatsApp.
#6. If we have a complaint about you
For completeness, since a dispute has two ends. Where there is an unpaid balance, damage to a piece on loan, or abuse of our staff, we will write to you setting out the issue, give you fourteen days to respond, and propose a resolution before taking any other step. We will not discuss a customer dispute publicly or on social media, and we will not name anyone.